A bit of feedback with a recent transaction.
Yesterday I tried to make a payment to TUI via the phone. The card details were accepted but the transaction was “declined not authorised”. I did not get any in app message to say that a transaction had failed or been declined. Thankfully I had another card I could use but obviously I cannot use the 3 month interest free period.
I sent a message to customer services in-app at about 12:43. I got an email reply today (8th May) at about 10am (almost 24 hours later). 2 issues with the reply:
- The time stamp on the reply is 7 May 2020, 12:15:54 GMT-4. But I did not actually receive the reply until 8 May 10am BST - so there is obviously a delay in replies actually being delivered.
- The reply said “Our relevant team have enabled signals on our side, please may we ask you to try again and let us know?” - this means nothing to me and does not explain why the transaction failed. Secondly it was almost 24 hours too late as I had to use another card.
Ideally I would not like a transaction to fail (but accept this can happen) however I would at least like to see an in app notification that there was a declined transaction rather than nothing.